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Home > Success Center > Network Performance Monitor (NPM) > Can't receive data from Solarwinds Information Service - The creator of this fault did not specify a reason why the compatibility check is failing

Can't receive data from Solarwinds Information Service - The creator of this fault did not specify a reason why the compatibility check is failing

Created by Malik Haider, last modified by Caroline Juszczak on Dec 20, 2017

Views: 2,011 Votes: 2 Revisions: 18

Updated

Overview

When running the Solarwinds Compatibility Checker for Additional Polling Engine or High Availability install, you get the following error:

 

Can't receive data from Solarwinds Information Service

The creator of this fault did not specify a Reason.

 

 

Or you may see below error if running additional polling engine installer for NPM 12.0.1




Check the Compatibility checker Log:

2016-06-01 12:39:22,973 [7] DEBUG SolarWinds.Orion.CompatibilityChecker.WorkFlow.CheckCompatibilityWokflow - set property 'UserName' to 'X.X.X.X'

2016-06-01 12:39:23,363 [7] ERROR SolarWinds.InformationService.Contract2.InfoServiceProxy - Error executing query: Invalid user name.
select name as Name, version as Version from Orion.Module


2016-06-01 12:39:23,363 [7] WARN  SolarWinds.Orion.CompatibilityChecker.WorkFlow.CheckCompatibilityWokflow - System.ServiceModel.FaultException`1[SolarWinds.InformationService.Contract2.InfoServiceFaultContract]: The creator of this fault did not specify a Reason. (Fault Detail is equal to SolarWinds.InformationService.Contract2.InfoServiceFaultContract).
2016-06-01 12:39:23,363 [7] DEBUG SolarWinds.Orion.CompatibilityChecker.WorkFlow.CheckCompatibilityWokflow - set message:Can't receive data from SolarWinds Information Service
The creator of this fault did not specify a Reason.

Environment

  • Additional Polling Engine
  • All versions of Core

Cause 

This error can be caused by a number of reasons 

  • Incorrect credentials used when running Compatibility Checker.
  • Time or Time Zone mismatch between Main, Additional and Orion DB server.
  • Incorrect poller version is downloaded.
  • Using Domain accounts to run through Compatibility Checker.
  • Firewall
  • Port 17777 is closed
  • Security providers enabled

Resolution

 

Resolution 1:

 

1. Use the Local Admin Orion Account to run through the Compatibility Checker.

 

 

 

 

Resolution 2:

 

1. Open control panel

2.  System and Security

3. Windows Firewall

4. Turn off all

 

Resolution 3:

 

1. Open command prompt on the system this is failing. 

2. Run command Telnet <IP> 17777

 

Resolution 4:

 

1. Go to Start > Run

2. Type in regedit

3. Navigate to this path: HKLM SYSTEM\CurrentControlSet\Control\SecurityProviders\SCHANNEL

4. Right click Protocols tree to export this to the desktop to have a copy. 

5. Validate the keys for any other protocols that might show up are disabled like:

 

PCT 1.0
SSL 3.0
TLS 1.0
TLS 1.1

 

7. You can try to narrow it down one by one until the connection is allowed for the HA installer on the secondary server. 

 

For additional information, see Compatibility check error messages.

 

 

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